Abstract
BackgroundMeasuring healthcare quality and improving patient satisfaction have become increasingly prevalent, especially among healthcare providers and purchasers of healthcare. Currently, research is interested to the satisfaction in several areas, and in various cultures. The aim of this study was; to confirm the reliability and validity of the Arabic version of the Emergency Department Quality Study (EDQS), to evaluate patient satisfaction with emergency care, and to determine associated factors with patient satisfaction.MethodsA survey of socio demographic, visit and health characteristics of patients, conducted in emergency department (ED) of a Moroccan University Hospital during 1 week in February 2009. The EDQS was performed with patients who were discharged from ED. The psychometric properties of the EDQS were tested. Factors influencing patient satisfaction were identified using ordinal logistic regression.ResultsA total of 212 patients were enrolled. The Arabic version of the EDQS showed excellent reliability and validity. Sixty six percent of participants were satisfied with overall care, and 69.8% would return to our unit. The most patient-reported problems were about waiting time and test results. Variables associated with greater satisfaction with ED care were: emergent (OR: 0.15; 95% CI = 0.04-0.31; P < 0.001), or urgent patients (OR: 0.35; 95% CI = 0.15-0.86; P = 0.02) compared to non-urgent patients, and waiting time less than 15 min (OR: 0.41; 95% CI = 0.23-0.75; P = 0.003). Variables associated with lesser satisfaction were: distance patient’s home hospital ≤10Kilometers (OR: 2.64; 95% CI = 1.53-4.53; P < 0.001), weekday’s admissions (OR: 2.66; 95% CI = 1.32 to 5.34; P < 0.006), and educational level; with secondary (OR: 5.19; 95% CI = 2.04-13.21; P < 0.001) primary (OR: 3.04; 95% CI = 1.10-8.04; P = 0.03) and illiterate patients (OR: 2.53; 95% CI = 1.02-6.30; P = 0.03) were less satisfied compared to those with high educational level.ConclusionMedical staff needs to consider different interactions between those predictive factors in order to develop some supportive tools.
Highlights
Measuring healthcare quality and improving patient satisfaction have become increasingly prevalent, especially among healthcare providers and purchasers of healthcare
More than half of participants were satisfied with the overall care (66.1%), and two thirds will return to our unit, if they have another problem requiring emergency care (69.8%)
This study reports the results of the first Moroccan study concerning the patient satisfaction with emergency care using the Arabic version of the Emergency Department Quality Study (EDQS)
Summary
Measuring healthcare quality and improving patient satisfaction have become increasingly prevalent, especially among healthcare providers and purchasers of healthcare. Measuring healthcare quality and improving patients’ satisfaction have become increasingly prevalent, especially among healthcare providers and purchasers of healthcare, because consumers becomes more knowledgeable about healthcare [1]. Morocco has two major health sectors, public and private, said to be complementary rather than competitive. The majority of Moroccans in employment pay for health insurance, which covers most, but not all, of health expenses within the public and private sectors. The basic medical insurance is amongst the responses to deficit of social indicators in the field of health. In 2012, access to basic health care has been extended to poor by the implementation of a regime of medical assistance to economically disadvantaged patients (RAMED) and a compulsory health insurance
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